Master Schedule Coverage View
Use the Master Schedule Coverage view to compare the Master Schedule's staffing coverage with the forecasted (calculated and required) staffing data. See the toolbar image and the button descriptions below.
Graphs and tables show you coverage for each weekday in the selected week, along with totals for the whole week. Overstaffed and understaffed timesteps appear in a distinctive color.
The following sections cover:
- Displaying the Coverage View.
- Using the Daily Graphs and Tables.
- Reading the Totals Table.
- Customizing the Coverage View.
- Calculating Understaffing and Overstaffing.
- Toolbar Buttons.
Displaying the Coverage View
To display the Master Schedule Coverage view:
- From the Home menu on the toolbar, select Schedule.
- From the Schedule menu, select Master Schedule.
- From the Master Schedule menu, select Coverage.
- In the Objects pane, select a single business unit, a single site within a business unit, a multi-site activity, and activity group, or a single activity within a site.
Using the Daily Graphs and Tables
The Coverage view displays the following information for days of the week:
|Graphs||Display coverage information for each day, with a data point for each timestep. Click the Chart Type down arrow to select calculated staffing, required staffing, or both. A blank graph indicates a closed site (or no scheduled activity) for the day.|
|Tables||Display overstaffing and understaffing totals for each day, with respect to calculated and/or required staffing. Contractual constraints and other configured parameters can reduce a schedule's optimization.|
|Legend||Explains the significance of each color that is used in the graphs.|
Reading the Totals Table
The Totals table (at the lower right) displays overstaffing and understaffing totals for the selected week, with respect to calculated and/or required staffing.
Customizing the Coverage View
To customize the schedule coverage data that is presented, use these controls at the top of the working pane:
|Advanced||Graphs present both calculated and required information. Calculated information appears as an area graph with overstaffing/understaffing data, and required staffing appears as a linear graph.|
|Calculated||Graphs present calculated information with overstaffing/understaffing data.|
|Required||Graphs present required information with overstaffing/understaffing data.|
Opens the Cleanup Master Schedule window, where you can delete Master Schedule information for selected dates and agents.
Use the standard date-selection controls to move to other weeks.
Calculating Understaffing and Overstaffing
Any timestep can be subject to either understaffing or overstaffing. WFM calculates these conditions by evaluating Coverage against Forecast. The result is displayed in Time format (hh:mm).
Understaffing = The Forecast is greater than the Coverage—there are too few agents on duty.
Overstaffing = The Forecast is less than the Coverage—there are too many agents on duty.
Coverage is measured by evaluating the agents’ contributions against the presented activities. These contributions are based on the agents' scheduled activities for each time interval, and on any schedule items that affect these scheduled activities for an interval (such as a break that occurs during only part of an interval).
Totals are calculated by summing Understaffing/Overstaffing for all activities for a given time range (because each single Understaffing/Overstaffing value is for one timestep).
You can use the following buttons on the Actions toolbar (or commands in the Actions menu) to further customize the chart:
|Cleanup||Opens the Cleanup Master Schedule window. Enables you to delete Master Schedule information for selected dates and agents.|
|Use Multi-Site Activities||Controls whether WFM Web's calculation of aggregated information includes multi-site activities. You can select this button only if you first select a multi-site activity, business unit, or enterprise in the Objects tree.
If you set this button to On, WFM retains your last selection—in the current view and for all other views that contain multi-site activities—preventing you from having to click it every time you want to display data for the selected multi-site activity.